Artificial Intelligence in Technical Support: What AI Means for Your Chatbots

The most talked about of chatbots, ChatGPT, debuted in late November and quickly turned into a viral sensation. The ChatGPT technology was developed by San Francisco-based OpenAI, a research company led by Sam Altman and backed by Microsoft, LinkedIn co-founder Reid Hoffman and Khosla Ventures.

This article is timely and details how AI can improve technical support.

Artificial intelligence has gained a foothold in many businesses. According to Forbes, 83% of companies claim that using AI in their strategies is a top priority.

Artificial intelligence refers to a group of technologies that enables computers to do a wide range of complex tasks, such as seeing, hearing, understanding, translating spoken and written language, analyzing data, providing suggestions, and more. When we talk about artificial intelligence, we usually imply some “smart” devices, like voice assistants that can answer any query or self-driving cars. However, artificial intelligence is a much bigger concept. It also includes machine learning, deep learning, neural networks, and machine perception.


One of the applications of artificial intelligence is a sphere of technical support. You can see it on Magento PWA examples. With AI-powered technical support, you can gain deeper insights and improve user experience. This enhances brand perception, customer retention rates, preventive assistance, and ensures better income.

Traditional Chatbots vs. Conversational AI

A chatbot is a program that imitates human communication through text or voice. Businesses use them in addition to traditional customer service channels like live chats, social media, email, and SMS.

Users choose the option that best fits their requests from a list of predefined answer alternatives provided by these chatbots. There are no complicated queries or replies in this iteration of chatbots. They may be helpful, for instance, when purchasing movie tickets or reserving time at a beauty salon, etc.

Most frequently, they advise the user to click a specific button to initiate more engagement. In other instances, they do a keyword search, which leaves them open to errors in grammar and unclear wording. This frequently results in dissatisfied customers. A chatbot’s experience can vary depending on how it works, but there is a major gap between traditional chatbots and real conversational AI.

Traditional Chatbots vs. Conversational AI

Screenshot taken on the official Tidio website

Conversational AI can “talk” with clients in a way that is similar to human communication. It means that machines and people can have intelligent conversations.

Without human intervention, a conversational bot recognises the intention and comprehends the meaning behind the query. It completes a task instead of merely offering a link to self-service instructions. Users in this situation can converse with the AI bot as they would with a human operator.

Conversational AI chatbots may comprehend the purpose of your message without you having to ask a particular question. When you ask Siri, “What time is it?” or “Is it a night already?”, the program uses algorithms to answer you. It strives to determine the message’s purpose while disseminating accurate facts.

So a conversational AI bot can still understand what customers are trying to ask even though their query sounds slightly different from those heard before.

AI in Technical Support

According to Uberall, 80% of consumers who have interacted with a chatbot consider it a positive experience. Most customers don’t care if they are talking to a computer or a human as long as they receive the required assistance.

For some users, it also means they can talk about any technical issue as much as they want without worrying that they take too much time or fear to look foolish. Here are some major reasons to use AI chatbots for your business.


Faster responses

According to the Salesforce State of Chatbots Report, 69% of consumers prefer to use chatbots for the speed at which they can communicate with a brand. Customers hate waiting, especially when the solutions can be found easily. Through chat interactions, AI can respond to frequently requested, simple inquiries and direct users to helpful content. Additionally, since they are accessible around-the-clock, clients can contact your business whenever they need assistance.

Reduced Research

Customer service personnel invest a lot of effort in finding solutions. As a result, clients have to wait longer for a response, and agents are unavailable to serve others while looking for an answer. AI can now store solutions, spot patterns in frequently asked topics and improve their performance. It can also be beneficial for live agents, as they can be given a selection of common responses to use for the final answer.

Stronger Customer Engagement

In the past, the effectiveness of customer support staff was measured by how quickly an issue could be resolved. But today, businesses frequently seek longer and more engaging conversations with their consumers. AI may highlight important client information and make it readily available to agents by utilizing data obtained from customer relationship management (CRM) solutions.

General Purpose AI Systems

ChatGPT passed one million users in less than a week. However,general purpose AI systems, like ChatGPT and others, raise a number of ethical and societal risks, according to Carly Kind of the Ada Lovelace Institute.

Among the potential problems of concern to Ms Kind are that AI might perpetuate disinformation, or “disrupt existing institutions and services – ChatGDT might be able to write a passable job application, school essay or grant application, for example”.

There are also, she said, questions around copyright infringement “and there are also privacy concerns, given that these systems often incorporate data that is unethically collected from internet users”.

Final Word

Since the emergence of artificial intelligence, customer service has improved significantly from basic query input to enhanced perception for delivering human-like interactions. In the coming years, we can anticipate that the effect of bots will increase as more businesses create deep neural networks and use AI to make their services smarter.

According to Chatbots Magazine, companies can reduce customer service costs by up to 30% by deploying a conversational chatbot. That is why AI-powered conversational bots are expected to replace human workers in providing customer service in call centers worldwide.

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About the Author


Art Malkovich is a co-founding partner and CEO at Onilab. The company develops eCommerce websites and progressive web apps on a turnkey basis, offers store migration and UX/UI design services. Art has a profound expertise in web development, project management, and data analysis. He strives to keep the team one step ahead with a current focus on headless commerce.
Find out more about @art-malkovich

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